Residents across the City of Ekurhuleni are once again voicing their frustrations, not only over unresolved service requests but now also over a new challenge: customer care centre calls that automatically disconnect after lengthy waiting times.

For months, communities have reported that municipal service requests are being closed without resolution.

Issues ranging from persistent power outages and damaged roads to leaking water pipes and blocked sewers are logged, assigned reference numbers, and forwarded by concerned residents to the Alberton Record.

However, when journalists contact the city for progress updates, they are often informed that these calls have been closed with no action taken on the ground.

This recurring pattern has raised serious concerns about the effectiveness of the city’s customer care systems and the accountability of the departments meant to address these issues.

Rising frustrations over unanswered calls

While residents continue to struggle with closed-but-unresolved requests, they now face a new obstacle: an unresponsive call centre.

Citizens attempting to follow up on existing service calls report being cut off automatically after holding for prolonged periods.

As a reporter for the Alberton Record, efforts were made to reach the customer care centre after this issue was brought to attention.

Despite waiting for more than 20 minutes, with the system repeatedly announcing the caller’s position in the queue, the line disconnected before an agent answered.

Brackendowns resident Blackie Swart, who has endured nearly two weeks of water running through his street, told the Record that he personally went to the city’s offices in Swartkoppies after failed attempts to reach the call centre.

“They told me they’re aware of it,” he said. Yet the water continues to flow, still unfixed.

City explains how calls are logged

In response to ongoing concerns, city spokesperson Zweli Dlamini explained that when residents report issues, these are logged via official municipal platforms and assigned reference numbers. Customer care then forwards these to the relevant departments for action.

He acknowledged that calls being closed without resolution is a growing concern and stated that such cases stem from departmental failures, which should be escalated to management for correction.

The Alberton Record has contacted the spokesperson specifically regarding the new call-centre disconnection issue. As soon as a response is received, it will be published.

How your councillors step in when service stalls

To help residents understand what to do when service delivery slows or comes to a standstill, the Record reached out to the four local councillors serving Alberton.

Only two responded: Ward 38 councillor Thavha Maifala-Masebe and Ward 94 councillor Samantha Nair.

Clr Thavha Maifala-Masebe (Ward 38): How to escalate service issues

Clr Maifala-Masebe outlined a structured process to ensure residents receive assistance when the city fails to respond within the expected turnaround time: When the turnaround time lapses, residents should report the issue to their councillor.

To do so effectively, the following information must be provided:

• Summary of the issue

• Full address

• Reference number

• Date and time the matter was originally logged

• How to contact him: Emergencies such as water outages, internal sewer overflows, and area-wide power failures may be sent via WhatsApp with reference numbers.

All other issues should be sent via email for proper tracking and follow-up.

Contact Maifala-Masebe on 061 540 4973 or thavha.maifala-masebe@ekurhuleni.gov.za

Clr Samantha Nair (Ward 94): Immediate forwarding to officials

Clr Nair said residents should contact her after registering a service request through the city’s official platforms and receiving a reference number. Once she receives the reference, she forwards it directly to the Alberton Service Delivery WhatsApp group, which includes the relevant officials.

If the issue remains unresolved, she escalates it to the department manager and the Head of Department (HOD). Matters affecting a large number of residents are escalated immediately to senior officials to fast-track intervention.

She also encouraged residents to follow up with the city regularly to ensure their concerns remain active and visible.

Contact Nair on 082 921 2856 or Samantha.Nair@ekurhuleni.gov.za

More councillor input to follow

The Alberton Record is still awaiting responses from the remaining two local councillors. Once received, an updated article will be published to provide residents with a full picture of how their elected representatives assist in service delivery matters.

As communities continue to face technical issues, unresolved service requests, and now inaccessible call centre lines, understanding how to navigate the system and how your councillor works remains essential.

Contact City of Ekurhuleni’s call centre:

Call: 0860 543 000

Email: call.centre@ekurhuleni.gov.za

Twitter:@CoE_Call_Centre

App: ‘My CoE App – Available on Android and iOS